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Running Head: ARTICLE REVIEW1Article ReviewAuthors NameInstitutional AffiliationDateARTICLE REVIEW2Article ReviewIn general the article is giving an in-depth scenario of how Ottawa, Michigan is thrivingafter adopting a customer-centric approach in service delivery. The article is titled The "Ottawaway" thrives.From the article, it is clear that the countys model is perfect and can be emulatedby other businesses seeking to improve proper service delivery. In essence, Ottawa County isadopting a business model, which is rarely exercised by many governments. Hence, this article isa proof that the government-run institutions can operate successfully to the satisfaction ofcustomer if they adopt a customer-centered culture.One wonders why Ottawa is concerned about customer service. According toVanderberg, & Capodagli, (2015) Ottawa County is a vacation destination with Holland,Michigans Tulip Time festival and Grand Havens Coast Guard Festival held during thesummer.Holiday-makers would prefer visiting a place where customers needs are given apriority. To make the argument reasonable, the authors used the premise of the Ottawa Countybeing a vacation destination for the adoption of the customer-centered culture. For that reason,the county is obliged to make its service industry vibrant enough to meet the needs of itscustomers in the county.The Lake Michigan beaches are located in the county. The residents visit the beachesand a ...


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